Service operations management improving service delivery 4th edition pdf

Fourth Edition

This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling their resources and delivering services to their customers.

Combining a unique practical approach with a detailed theoretical underpinning, the authors provide tools, frameworks and techniques for operational analysis and improvement and set operations management within the wider business context, bringing a valuable ‘real world’ perspective to this growing area.

Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test both understanding and application, together with recommended further reading and suggested websites to deepen your knowledge.

New features for this 4th edition include:

• A new 17 chapter structure • A practical focus on ‘how to’ deal with the key

issues and challenges facing service operations managers

• A new chapter on the customer experience • A new chapter on driving continuous improvement • A new chapter on learning from other operations • A new chapter on world-class service • Six new end-of-chapter case exercises • A new full-colour design

Service Operations Management is an invaluable guide to students and managers confronting operational issues in service management, whether from a general management perspective or focused in specific sectors, such as tourism and leisure or business services. This book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery.

Service OperatiOnS ManageMent Improving Service Delivery

Fourth Edition

Robert Johnston, Graham Clark and Michael Shulver

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Fourth Edition

www.pearson-books.com

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SERVICE OPERATIONS MANAGEMENT

Robert Johnston Graham Clark and Michael Shulver

SERVICE OPERATIONS MANAGEMENT Improving Service Delivery

Fourth Edition

Pearson Education Limited Edinburgh Gate Harlow Essex CM20 2JE England

and Associated Companies throughout the world

Visit us on the World Wide Web at: www.pearson.com/uk

First published 2001 Fourth edition published 2012

© Pearson Education Limited 2012

The rights of Robert Johnston, Graham Clark and Michael Shulver to be identifi ed as authors of this work have been asserted by them in accordance with the Copyright, Designs and Patents Act 1988.

All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without either the prior written permission of the publisher or a licence permitting restricted copying in the United Kingdom issued by the Copyright Licensing Agency Ltd, Saffron House, 6–10 Kirby Street, London EC1N 8TS.

All trademarks used herein are the property of their respective owners. The use of any trademark in this text does not vest in the author or publisher any trademark ownership rights in such trademarks, nor does the use of such trademarks imply any affi liation with or endorsement of this book by such owners.

Pearson Education is not responsible for the content of third-party internet sites.

ISBN 978-0-273-74048-3

British Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library

Library of Congress Cataloguing-in-Publication Data A catalog record for this book is available from the Library of Congress

10 9 8 7 6 5 4 3 2 1 16 15 14 13 12

Typeset in 10/12pt Minion by 73 Printed and bound by Rotolito Lombarda, Italy

Contents